Bank entities compete to stand out in the business acquirer payment, a tremendously mature market.
In this context, most entities outsourced their business service centre in the same provider, treating this activity as “no core”, as the customer experience is the same for all.
Some entities questioned this model and have decided to create their own business service centre
One of these entities, looking to stand out, proposed its providers of the field payment device service the challenge to manage interaction with clients from a unique excellence centre, offering its businesses premium experience in registration, incident and withdrawal service.
Necomplus designed a new solution combining a deep business knowledge and the use of technology to transform the experience of service users
The resulting solution services three levels:
Businesses using the solution
Interaction with the entity for the management of registrations, withdrawals and incidents in a much more proactive and efficient manner.
Anticipation of the business needs; the entity will help detail those needs and accompanies throughout the process.
Maximisation of the remote solution, thanks to the expert knowledge provided by the solution to the support agent.
Entity’s commercial network
It helps meet the business goals, by providing the sale of acquiring solutions which, given their technological component, the office network does not usually master
It digitalises the service sale experience
Entity’s internal backoffice
It allows an efficient solution to any incident in the service requiring the entity's intervention, by categorising the service needed and scaling by means of a service tool for internal users, by avoiding e-mails and calls
Improvement in the client satisfaction rate in the acquiring service (NPS)
Improvement in the satisfaction of the entity's commercial network (CSAT)
Use of our own user service tool, for other departments beyond the area of payment